Most U.S. news organizations still won’t let most readers cancel their subscriptions online
API: Most News Organizations Block Digital Subscription Cancellations:
Only 41% of U.S.-based news publishers "'make it easy' for subscribers to cancel their subscriptions online, according to a new survey from the American Press Institute," Laura Hazard Owen of NiemanLab reported Monday. The survey, which encompassed responses from 526 news organizations ("[including] publishers big and small, newspapers and digital-only, nonprofit and for-profit") also "found some retention tactics that were extremely common: 90% of publishers surveyed encouraged new subscribers to sign up for their newsletters, 89% use analytics to track what subscribers as a whole are reading, and 86% track data about which digital content online users engage with." Consumers also are "less likely to be able to cancel online than you are to get a please-stay pitch from a customer service rep on the phone," with 60% of news organizations maintaining customer service representation for their subscribers.